What are the responsibilities and job description for the Customer Service Manager position at Lumbermen's?
WHO WE ARE:
Headquartered in Grand Rapids, Michigan since 1955, Lumbermen's operates in Michigan, Ohio, Indiana, Kentucky, and Minnesota. A leading distributor and manufacturer, we are driven by our mission to enrich lives by intentionally caring for all who experience us. We are employee owned and relationship powered.
WHAT YOU WILL BE DOING:
Located in our Byron Center Counter Solutions Division, our Customer Service Manager will lead our team overseeing job coordinators, quoting, and administrative activities. Day-to-day responsibilities include:
- Leading in and modeling Lumbermen's core values.
- Demonstrating a willingness to both offer support and leadership as a working supervisor.
- Prioritizing, assigning and balancing work for employee owners.
- Coordinating the flow of information between departments
- Overseeing order-entry
- Demonstrating strong decision making and proactive problem-solving skills to keep projects moving forward.
- Developing and maintaining training aids and schedules for new employee owners
- Leading problem-solving teams and utilizing lean principles to continually improve key measures of performance.
- Conferring with department managers to determine potential issues or shipping timeframe changes.
- Interacting with warehouse leadership daily to resolve customer issues.
- Encouraging and promoting an environment to create raving fans both internally and externally.
- Driving operational excellence through monitoring labor budgets and Key Performance Indicators
- Modeling, encouraging, and leading a culture of continuous improvement using lean principles and encouraging the sharing of ideas and suggestions.
- Helping the job coordinator team as necessary with quoting, entering in orders, answering phones, administrative tasks, etc.
At Lumbermen's, our business is built on relationships. It's crucial that the person selected to fill this role is energized by driving collaborative success and developing individuals to be their best each day.
WHO WE NEED:
An employee owner who embraces, models, and promotes Lumbermen's Mission, Vision, and Promise and has:
- A friendly, professional demeanor with great interpersonal skills
- Consistent dependability with proven high performance
- Strong problem-solving skills with good business judgment
- Excellent written and verbal communication skills
- The ability to productively manage tasks and complete work accurately in a timely manner.
- The ability to effectively move between a variety of tasks.
- Proven track record in a professional role with the ability to communicate well throughout all levels in an organization.
REQUIRED EDUCATION/EXPERIENCE
- High School diploma/GED required.
- Bachelor's degree preferred.
- 4-5 years' customer service experience
- 2-3 years' leadership experience.
- Proficiency with Microsoft Word and Excel
- High degree of accuracy and attention to detail
- Prior experience in ERP software preferred.
- Experience in lean management systems/continuous improvement
WHAT WE OFFER:
Lumbermen's exists to enrich the lives of people by intentionally caring for all who experience us. You will experience a different kind of work environment and "family" here and help live out the Lumbermen's promises of committing to those who count on us, doing what's right, exercising sound business practices, and earning consideration. Other benefits include:
- A collaborative and supportive work environment
- ESOP (Employee Stock Ownership Plan) – generous company-funded retirement
- Medical, dental, vision, and life insurance
- Flexible spending/health savings account
- 401(k)
- The SOURCE – free and confidential support resources for our team
- Clothing allowance (for applicable roles)
- Paid time off
- Paid holidays
- Training and development
- Advancement opportunities
Lumbermen's is proud to be a drug and alcohol-free workplace. In addition, Lumbermen's will not discriminate against any employee or candidate because of race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or protected veteran status. We participate in E-Verify.
